The Shack

Having the car provided made a huge difference to getting around. The hosts went the extra mile to make things easy and enjoyable, and we had everything we needed, from comfortable beds to a warm place to come back to after a day in the snow. Such cosy, delightful accommodation, well beyond what we expected.

I was very disappointed by this stay, and I’m sharing what happened because I found the host, Kanako’s, conduct unacceptable and unprofessional. Our group of four stayed for two nights. After checking out, we realised we’d left an item behind and called the number we’d been given. Instead of first helping us with that, Kanako immediately challenged us about why we hadn’t reported broken living room curtains. Her tone was hostile and accusatory from the start. None of us had noticed a problem with the curtains during our stay, so we had no reason to report it or know how extensive the damage was. After I checked with the other three guests, one remembered that the rail seemed loose, but had assumed it was poor maintenance rather than new damage. There could have been several explanations: ordinary wear over time, damage caused unknowingly by an earlier guest that left the curtains weak, someone entering the lodge after we checked out since we’d been told to leave the windows open, or an oversight by management. Kanako kept saying she could only think that we had done it, asking why we hadn’t called and saying it was strange we hadn’t noticed something so obviously broken. She didn’t listen to our account. As the call escalated, she suddenly shouted, “Are you four blind? You are blind!” and hung up. The words were deeply offensive and wholly inappropriate from a host. We have a visually impaired family member, which makes her use of “blind” as an insult especially cruel and inexcusable. Had we caused damage, we would have taken responsibility, but we were shouted at, disrespected, and accused without proof. I gave up trying to retrieve the forgotten item. I won’t stay at this lodge again, and I strongly caution others. A host shouldn’t accuse guests, refuse to hear them, then insult them and cut off the call. I also had concerns about the lodge’s practices. The refrigerator had a “Mottainai Basket” container for leftover food from previous guests to be used by future guests. I saw an unsealed pack of ham and an egg with no visible expiration date. Guests can decide whether to eat them, but if management encourages this and someone gets food poisoning, who is responsible? The rental car keys were left inside unlocked cars rather than secured. If an unauthorised person took a car or entered and damaged it, could the current guest be blamed unfairly, as we were over the curtains? The lack of responsibility and professionalism alarmed me. I hope future guests aren’t treated the way we were.

The beds were wonderfully warm and comfortable after long days on the slopes, and the welcoming feel made it easy to unwind. I loved The Shack’s rustic look, with exposed timber, cosy lighting, and a cabin-like charm that felt like home as soon as I arrived. The thoughtful decor added to the experience. Great for skiing, snowboarding, or simply enjoying the mountain setting. I’m already looking forward to another visit.

We came to snowboard with three other guests and had an amazing time. The location was excellent, with several ski resorts about a 10-15 minute drive away, plus plenty of restaurants, bars, supermarkets, and rental shops nearby. The host was quick to respond and gave us useful tips about the area. The place had all the practical extras we needed, including towels, tissues, dish soap, cooking utensils, a hairdryer, toiletries, and even a 4WD car. I’ll definitely come back!